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Evaluating the Quality of services in Academic Libraries

Author Affiliations

  • 1Department of Business Management, D.Y Patil University, Navi Mumbai, INDIA

Res. J. Library Sci., Volume 2, Issue (5), Pages 1-7, October,21 (2014)


The quality of services offered to users in the Higher Education libraries in the United Arab Emirates, represents the extent to which the service meets the users’ needs, expectations and requirements. It is therefore necessary to measure the expectations and perceptions of the users about the library services to assess the service quality. User satisfaction is used as a measuring tool for maintaining service quality. The assessment of service quality provides an important feedback for libraries to improve its services to its users.In this study, individual respondents (students, faculty and staff) constituted the unit of analysis.An exploratory study was done by gathering information from 24 Universities which offer Business and Management programs. A total of 523 responded giving a response rate of 79.8%. Mean Scores and rankings of different dimensions of quality services offered by the libraries fairly satisfy the users’ needs.


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